Conor Mcdonnell Email & Phone Number

Dundalk, Ie

Dundalk, Ie

• Real-time monitoring of outbound/inbound dialing, including importing dialer files, starting/stopping campaigns, communicating activity to the floor, adjusting dialing pace, calling out nonstandard agent behaviours to leadership and ensuring all metrics remain within acceptable ranges • Accumulate and provide accurate detailed statistics for real time and historical data analysis• Administer and monitor the Genesys dialer system, including designing, building and maintaining campaigns [SQL], calling lists, filters, reports and list strategies• Develop, test, implement and produce daily business reports as required by management• Manage incident response and take ownership in case of system outages• Daily input of teammate schedule adjustments in the NICE WFM system, including breaks, meetings, overtime, time off to ensure that productivity reports are accurate.• Regular collaboration with operations leadership to ensure that their needs are met to the best of our ability, while also balancing internal goals and senior management expectations• Frequent auditing of dialer settings and strategies to maintain compliance• Consistent awareness and analysis of dialing results and inbound volumes to spot trends, recognize opportunities and make proactive adjustments as needed• Timely response to a variety of questions, requests and issues from multiple departments via email, instant message and face-to-face interactions throughout the day• Partner with peers in Telecoms, Routing and Genesys to ensure all lines of communication are monitored, maintained and enhanced

Dundalk, Leinster, Ireland

•Reach out to customers via automated Dialer system and email transmission to negotiate payment solutions for their accounts with the aim to bring those back into good standing•Construct individually tailored solutions while being in compliance with all local laws and regulations regarding Collections and Debt recovery •Maintain and promote a positive attitude while meeting production and quality goals.•Display initiative to take on additional responsibilities geared towards professional growth and development.•Participating in the PayPal Collections Quality assessment program, including Self-Assessment and Effectiveness testing and monitoring .•Flag and identify any fraudulant activity to the relative departments.

Dundalk, Leinster, Ireland

• Effectively oversee all aspects of customer frontline service for Tote Operations.• Deal with all race night operational routines and issues such as; managers report, rostering, time and attendance and follow up where necessary on any issues relating to same.• Liasing with Stadium Racing Manager and other staff as required.• Liase with stadium management to ensure effective delivery of all Tote related IT products /graphics / Tote operated machinery / display boards / intertrack audio. Interact with all providers of these services to ensure effective delivery.• Training of Tote staff in customer service and other aspects in the delivery of Tote services andproducts / record keeping / coaching - or any retraining to be offered.• In association with the IGB Human Recources department and the Tote Area manager assist where required with the recruitment and selection of part-time Tote staff locally.• Producing regular detailed Tote activity reports as required.• Dealing with any elevated customer complaints regarding Tote matters and following up on same to ensure customer satisfaction.• Maintain written record of any teller cash balances/shortages for Auditors internal & external.• Related duties as requested by the Tote Area Manager.

Dundalk Stadium

Place bets for the customers on greyhound and horse racing at Dundalk Stadium. On occasion confirm race results and additional information from weigh room. This role also involves relaying live info from running race and betting ring to the tote control room and also relaying dividends to the press. On occasion operate control room for horse and dog racing. This involves ensuring all betting systems fully functional, including on site betting graphics. Any technical issues requires quick thinking and problem solving under pressure. Responsible for correct entry of results which ensures payouts are correct across betting platforms.

Ireland

CRM Account Manager - Liasing with existing customers to generateincreased sales. Management of assigned database of large clients withassociated sales revenue and key performance targets.Ensure the customer’s issues are dealt with in an efficientmanner, informing the customer of any new products.Achieved highest revenue generated in AU market 2016. Achieved Team Player of the Year 2017.

Punchestown & Galway

Centrepoint Business Park, Carrickcarnan, Ravensdale, Co. Louth

Designer and fabricator of fibreglass parts for new trailers.Design advertising graphics for clients. LED Screen sourcing, purchasing, importing and output management. Built and maintained company website. Business to business meetings.

Serve customers at the till and help them with their choice and selection of wine. Take wholesale orders over the phone for pubs & bars and detail the invoices.

General manual labour for electricians including basic wiring fitting.

Serve customers and put their items through the till ensuring they had first class service.

Bdes, Product Design, Second Class Honours Upper

Activities and Societies: Chairman of Jordanstown Cuesports Club

Diploma, Business Management, Distinction

-Communications in an Organisation -Different Leadership Attributes & Skills -HR Essentials in Ireland -Introduction to Irish Business.

Education record